JOB SUMMARY
We are in the market for a Technical Support Analyst to join our Technical Support team in Cape Town.
As Technical Support Analyst you will be the primary point of contact for our customers and will partner with our product, engineering and marketing teams to resolve customer issues, drive improvements and set customers up for success.
DigiCert’s Technical Support team exhibit high... energy, deep technical skills and a drive to get things done.
WHAT YOU WILL DO

Deliver world-class customer service to resolve customer concerns and retain customers
Build successful long-term relationships with external clients to ensure customer loyalty
Partner with technical support engineers to resolve issues reported by customers
Engage with internal and external customers via support tickets, email, phone, and chat
Receive inbound customer emails or calls and place outbound follow up emails or calls during scheduled hours to provide a delightful customer experience at all times
Achieve productivity related targets including support tickets processed, average response time, average time to close, etc.
Actively contribute to Web self-help by using Knowledge Centred Support (KCS) principles
Gather accurate information and document customer issues in our CRM tool
Remain up to date with all aspects of the SSL certificate products to meet customer needs at all times

WHAT YOU WILL HAVE

1+ years technical support or IT client interfacing experience
Computer Science, Information Systems or Information Technology qualification
Basic understanding of Internet principles, terminology and functionality
Basic understanding of networking protocols and devices, web servers and VPN
Understanding of PKI, SSL, Code signing, HTML, DNS, S/MIME, SMTP, and networking protocols (advantageous)
Familiarity with UNIX script commands, website/web server administration (advantageous)
Administrative knowledge of Microsoft Windows Servers, Apache (OpenSSL), Linux and other Server administration (advantageous)
Certifications such as CISSP, MCSE and CCNA (advantageous)
Adaptable, versatile, customer obsessed, solution-oriented, proactive and passionate about technology more

POSITION SUMMARY
As a Senior QA Automation Engineer (Cucumber/BDD) at DigiCert, you will be a key contributor to our quality assurance team, ensuring the reliability, stability, and performance of our software products. You will play a crucial role in automating testing processes, improving test coverage, and maintaining high-quality software releases.
RESPONSIBILITIES

Collaborate with... product managers, UX designers and architects to understand project requirements and technical specifications.
Plan and implement various types of testing, including manual, regression, functional, data validation, system integration, load, and performance tests.
Develop and maintain a test automation framework to reduce testing time through automation.
Work closely with development teams to design testing strategies and integrate testing into the development process.
Analyze, troubleshoot, and debug product defects and provide timely solutions to customer issues.
Promote quality and testing best practices among development teams, reviewing test plans for automation test coverage.
Stay update-to-date on emerging technologies and industry trends to continuously improve software development processes and tools.
Contribute to architectural decisions and help drive technical innovation within the team.

QUALIFICATIONS

Experience with Cucumber or any BDD framework would be strongly favoured for this position.
Bachelor's degree in Computer Science, Software Engineering, or a related field (or equivalent experience).
5+ years of test automation experience, specifically in testing web applications.
Proficiency in Java.
Strong understanding of test design, planning, execution, defect reporting and tracking.
Experience in both automated and manual web application and web service API testing.
Proficiency in GitHub Actions and CI/CD Pipelines using Jenkins.
Advanced knowledge of test automation frameworks like Cucumber and Selenium.
Knowledge of both relational (MySQL, MariaDB) and NoSQL/non-relational (Cassandra) databases
Proficiency in containerization with Docker and expertise in container orchestration utilizing Kubernetes
Experience with software development methodologies, such as Agile
Exceptional problem-solving skills and the ability to analyze and address complex technical issues.
Excellent communication and collaboration skills, with the ability to work effectively in cross-functional teams.
Previous experience with cloud computing platforms (AWS, Azure, Google Cloud) is a plus. more